On Amazing Business TV on the C-Suite Network, Shep Hyken, professional keynote and
customer service speaker, customer service trainer, and New York Times best-selling author,
shares his customer service tips. These tips are your how to guide to customer complaints,
delivering amazing customer service, customer loyalty, customer service training, customer trust,
company culture, customer experiences, sales tactics, employee retention, and much more.
These tips are a great resource for anyone in the C-Suite Network!

Learn from the Customer Service Department of the Year

How did Squaremouth win the Stevie? Steve Benna, one of their marketing specialists, shared some of their “secret sauce.” Here are four of the many reasons why Squaremouth won, and how they deliver Amazing Customer Service:

Customer service is everybody’s job. – Let’s start with the most important reason first. Customer service is not a department, and Squaremouth knows it. Every employee spends time on the phone with customers. They get to hear what customers are thinking about, asking about and more. Direct contact with the customer is usually the responsibility of people in customer-facing jobs, such as sales and support, yet there is no better way to get all employees to understand how their good work impacts their customers than for everyone to have some facetime with customers.

Unique perks can help create job fulfillment and add to the company culture. – A great customer experience starts with the employees. What’s happening on the inside of an organization is felt on the outside by the customer. Employees at Squaremouth enjoy their company culture and the customers can feel it. Squaremouth has several perks that are typical of larger companies – and a few that aren’t so typical – that are greatly appreciated by their employees. One perk that stands out is the Squaremouth boat that is used for employee “sunset cruises” after work, which is also available for employees to enjoy on their free time.

Build trust by “down-selling” the customer. – This is a very customer focused strategy. Most companies try and find ways to add on to a sale or “up-sell” a customer to something more expensive. Squaremouth goes the opposite direction and actually suggests lower priced products that are perfectly appropriate for the customer. This creates trust and confidence with their customers. Their customers know when they buy from Squaremouth, they are paying for exactly what they need and nothing more.

Have a guarantee that creates customer confidence. – Let’s end with a powerful concept, which is to guarantee your products and service. The right guarantee creates confidence, which leads to potential repeat business. Squaremouth has a Zero Complaint Guarantee. That’s quite a bold statement, but it’s true. If a customer has a problem with one of the insurance companies that Squaremouth recommends, they will mediate on behalf of the customer. If the complaint is not resolved to Squaremouth’s satisfaction, they drop the insurance company. This concept generates a tremendous amount of customer confidence and is one of the many reasons Squaremouth has enjoyed phenomenal success.